ING doesn't owe their success to their standout bright orange card, or even the glowing endorsement from the Barefoot Investor. No, in a sea of banks, ING stands out because of their focus on customer experience.
They have a laser-like focus on data which they use to track customer satisfaction and ensure each and every customer's experience is as good as statistically possible.
When it comes to NPS, one number isn't nearly enough. Instead, they track 47 different data points. Not only that, but the customer experience team is made up of 25 people who lead 500+ projects a year focused on customer experience.
They're totally customer obsessed, and that's why they're this week's Epic CX case study.